Question 1

Why do I see a charge from PUREBABY or PUREBABY COLL LONDON / ONLINE on my statement?

Accepted Answer

This charge usually relates to a purchase of baby or toddler clothing, sleepwear, or nursery accessories from a Purebaby store, concession, or the online shop at purebaby.com.au. The descriptor can vary by bank and may include terms like “PUREBABY ONLINE,” the name of the specific store, or “PUREBABY AU.” Check your recent in-store receipts, online orders, or gift purchases around the date of the charge to confirm what was bought.

Question 2

When is my card charged for an online order from purebaby.com.au?

Accepted Answer

For most orders, Purebaby places an authorization on your card when you complete checkout and captures the payment when your order is packed or dispatched. Your bank may show an initial “pending” or “authorization” amount which then converts to a final posted charge. If an item is cancelled before dispatch, the authorization should expire and fall off your account automatically, usually within 3–7 business days depending on your bank.

Question 3

Why do I see two Purebaby amounts, a pending one and a final charge?

Accepted Answer

Many banks display both the original authorization hold and the final captured payment for a short time. Purebaby typically only collects the captured amount; the earlier pending authorization will disappear once your bank releases it. If you still see both amounts after a week, contact your bank first, then reach out to Purebaby customer service with your order confirmation so they can check that only one payment was processed.

Question 4

Does Purebaby have subscriptions or recurring charges?

Accepted Answer

Purebaby does not commonly run traditional monthly subscriptions, but you may see repeat charges if you regularly place online orders, purchase multiple gift cards, or if a baby gift registry or lay-by/payment plan is involved through a partner service. Some promotions or curated gift boxes may involve repeat purchases if you actively opt in. If you see recurring Purebaby charges you don’t recognize, log into your purebaby.com.au account to review orders and then contact customer care to confirm there is no duplicate billing.

Question 5

How can I cancel or change a Purebaby online order after I’ve been charged?

Accepted Answer

Because Purebaby aims to dispatch orders quickly, there is a short window in which changes or cancellations are possible. If you spot an issue, contact customer service immediately using the details on the “Contact Us” page with your order number and the email used at checkout. If the order has not yet been packed or shipped, they may be able to cancel or modify it; otherwise, you can usually return eligible items under Purebaby’s returns policy for a refund or exchange once the parcel arrives.

Question 6

How do refunds and returns work for Purebaby purchases?

Accepted Answer

For online orders, eligible full-priced items can generally be returned within the specified returns timeframe (commonly 14–30 days from receipt) in new, unworn condition with tags attached; sale or outlet items may have more restrictive conditions. Once Purebaby receives and processes your return, the refund is issued back to the original payment method, though it may take several business days for your bank to show the credit. In-store purchases follow the store’s displayed returns and exchange policy, so keep your physical or digital receipt as proof of purchase.

Question 7

What are typical Purebaby charge amounts and why do some look higher than expected?

Accepted Answer

Purebaby prices vary by product, but many individual clothing items fall roughly between AUD $15–$60, with bundles, gift sets, and nursery items costing more. A higher-than-expected charge might include multiple items in one transaction, gift wrapping, shipping fees, or international currency conversion if you’re purchasing from outside Australia. Check your email invoice or online account order summary to see the itemized breakdown including GST and delivery charges.

Question 8

How do I contact Purebaby about an unknown or incorrect charge?

Accepted Answer

Go to purebaby.com.au and visit the “Contact Us” section for the most current customer care email address and phone number. Provide your full name, the email used at checkout (if applicable), the exact transaction amount, date, currency, and the last four digits of the card that was charged. Customer service can look up your order, resend invoices, clarify whether the charge is linked to a gift order or registry, and assist with refunds or corrections if a billing error has occurred.

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